Recent thoughts and insights on
improving your business

There is no doubt there is a slowdown, after all the credit crunch is likely to hit so many people (me included) one has to be more careful on how we spend our money.

Yet there are always people who want things, and if you can demonstrate to them how you can help them get it, they will pay for that value. This does mean you have to work smarter to make sure you package your services better, and communicate its value better.

This is where many businesses fall down. They do not spend enough time "thinking" about their business—they are too busy looking down, pedaling as fast as they can to make a living. If they only looked up, and identified what opportunities are out there for them, and then package and price a service right for that market, they would be much better off.

In our seminar entitled "How to get £2 million into your bank accounts (after tax) to spend on anything you like", we go through a case study of a business person who does all the right things right, and generates over £2 million in 25 years.

I do get some people who say that is a long time. Yes it is. But it averages out at over £80,000 a year! And how many people do you know who have had a small business for over 20 years and not got close to the £2 million?

I guarantee it is not because they did not work hard.
I guarantee it is not because they didn't do a great job.
I guarantee it is not because they did not have a good service or product.

The problem is that they just didn't have access to the advice they needed to do what was needed to be very successful.

Anyway, as this recession comes and goes, I wonder who the casualties are going to be...please let it not be you.

Keep your head up...

Gordon D'Silva

One recent encounter was at my gym. Now what do you think the "instructors" who work there are like—enthusiastic, inspiring, energetic, helpful, alive, in posession of a positive mental attitude?

I could only wish.

Don't get me wrong—some do posess these attributes—unfortunately though, most do not.

Some have even told me they hate working there and can't wait to find something better!!! Can you imagine the energy that this person gives out (or does not give out)?

Why do people go to the gym?

• To lose weight
• To get fit
• To keep in shape
• To socialise
• Relaxing environment

Each of these reasons, I would suggest, requires the gym to be a positive, inspiring and attractive place to pull the members in (and get referrals).

My gym is far from this ideal standard...

Can you imagine how happy I was when I was offered the chance to give the managing director some feedback?

Let me explain... I have just moved gym, because the management at my last gym had converted the instructors from enthusiastic, helpful people to miserable, unhelpful, bitter "terrorists".

I moved gym, and this one is just within my comfortable travelling distance at 6.30 in the morning, and has all the facilities I look for, e.g., well equipped gym, pool, spas, steam room etc. In fact they advertise that they (the chain) spent £2 million on making it better for me (and other members I suspect). And it is nice, except for the little things...like

The attitude of the team
The maintenance of the area

The handle of the door to the sauna fell off 8 weeks ago and still hasn't been fixed. A leaky tap I reported took 2 weeks to repair, and so on.

And the members complain. Often to each other, winding each other up more and more until they leave.

Anyway, I completed this feedback form online and offered to help them make things better. I gave them my telephone number and name, offering them free advice on team building and getting the little things right.

Two weeks later, I am still waiting for the promised call from the gym manager to discuss it with me.

My motivation - I like the facilities, and I would like to stay! And I hate being moaned at while I am working out or relaxing.

(By the way, did I tell you that they offer £20 if I introduce a new member—money better spent on fixing that tap I think...and why would I introduce a friend to an atmostphere like that?)

Customer service is the one factor that can make or break a business. It is pointless spending £2 million on the big stuff if you get the little stuff wrong.

Go back and look at the little stuff in your business—what can you improve?

Best wishes for your customer experience,

Gordon D'Silva

PS. Would you like to discuss how little stuff can massively boost your profitability? Call me anytime.